The Support CSOs are scheduled to spend 4 days manning the support desks and 1 day on personal development as long as another person is available to cover. AT support office is only manned from 2 - 4 pm during term time.

50% of the Senior CSOs time is allocated to support backup. When on Forum backup, they are expected to work at the support area on level 2. The rest of their time is spent on Unit work where they will not be expected to provide support cover except in exceptional circumstances.

Note: The person listed under the 'who' column will not necessarily carry out the task but is responsible for ensuring that the task is carried out.

task	details	who	when
check RT support queue	Respond to tickets in a timely manner, passing on to other Units where appropriate - the current RT Best Practice document will be revamped shortly once we upgrade to RT4	frontline desk
Staff rota	Prepare the rota which is sent out weekly Arrange appropriate cover when staff are unavailable.	Lindsey
restore requests	Respond to user file restore requests by following restore procedure	Jennifer	ad hoc
Video Recording Support	Organising, maintaining equipment, editing/uploading videos	Ross	ad hoc
account archiving	ensure expired accounts are archived	Lindsey	ad-hoc
account creation	This is substantially automated and staff/students can print password details using the portal Visitor password details still need to be printed out and passed to the sponsor.	Jennifer	as required
account management	adding/removing roles managing quota	Jennifer	as required
AFS groups	Create/Maintain AFS groups space	Ross	as required
Check toner stock	(using Scott's info. page)		as required
CO clinics	Arrange monthly CO clinics: Email COs with possible dates and ask Units to nominate representative Email staff + PhDs with details at least one week before On the day, identify which Unit is best to answer user queries and contact CO		as required
desktop installs and upgrades	liaise with User Support Manager on deadlines for annual desktop replacements Distribute workload amongst team Liaise with User Support Manager on schedule for O/S upgrades Distribute workload amongst team Identify any potential problems with the upgrade and notify User Support Manager Respond to RT tickets for new staff/student/visitor machines and notify User Support Manager of any issues. Use sql scripts to query orders database to identify machines to be replaced	Carol	as required
Exam preparation	liaising with ISS regarding exam dates, times and room(s) to be used. Follow procedure for timescales regarding when exam papers are due and arrange test with lecturer/TA. Arrange physical check of lab machines in advance of the exam and fix any problems Organise other CSO help for exam day if required.	Richard	as required
ISSRT configuration	Respond to RT tickets regarding ISSRT configuration Pass to RAT where appropriate	Richard	as required
Lecture recording	Providing support	Ross	as required
Mac support	Provide support for macs	Ross	as required
Mail list creation	Although many lists are automatically generated, users may request lists which require manual setup	Jennifer	as required
MDP issues	General MDP support/upgrade although MDPs generally supported by IS Provide initial support for admin staff, referring to IS where necessary.	Lindsey	as required
Ordering toner	non-Canon		as required
respond to nagios warnings	Nagios messages go out to us-unit so anyone can potentially respond. Desktop warnings (i.e. lectern machines) should be dealt with promptly by Frontline Desk. Server warnings need to be investigated immediately by Senior CSO. problem should be acknowledged in nagios if appropriate and depending on severity, contact User Support Manager.	Richard/Ross	as required
US unit server maintenance	includes reboots/installation etc. Check weekly emails sent by Stephen to identify server issues/required reboots and arrange schedule with affected users Arrange schedule and deadline of O/S upgrades with User Support Manager Advise users of any planned downtime Amend alert page and disruption page Install DICE servers for users, liaising where appropriate with User Support Manager.	Richard	as required
CSBE support	provide support for CSBE users		as specified in SLA
check backup report	confirm that nightly backup has completed successfully This involves checking the backup report which is mailed daily. In particular, check under 'lastbackup' section for any partitions that have not been backed up in the last 24 hours (excluding self-managed partitions) and also for any CORRUPT volumes or DRIVE IDENT errors If any exist, report this to User Support Manager If backup report hasn't been mailed by 13:00, notify User Support Manager	to be decided but will probably need change to tibs.conf	daily
check mirror logs	confirm that mirroring is successful check that the mirrors of the docproj sites and RT have mirrored successfully Notify User Support Manager if any errors		daily
check printer status	email is sent half-hourly giving notification of possible stuck jobs. Any issues should be investigated as soon as possible Technical problems that cannot be resolved by us should be reported to the technicians Other issues that cannot be resolved should be passed to User Support Manager	Frontline desk	daily
check tape status	ensure tape library has sufficient blank tapes An email is sent at 09:00 showing the number of blank tapes. This shouldn't fall below 20. Follow procedure for recycling tapes - this will be further automated but requires input from Teradactyl.	Frontline desk	daily
Locking server room		Jennifer	daily
Lab checks	All lab machines should be checked regularly The profile page should be checked daily to identify any profile issues. The lab machines should be given a weekly physical check and more frequent checks during busy periods		daily/weekly
Testing release	e-mail notification	Carol	Monday
Laptop audit	All School-bought laptops/tablets/portable devices need to be identified and tagged with a barcode. Serial number, barcode, allocated and machine name need to be collected and recorded. Work to be divided up within the team.	Carol	Ongoing
AV checks	carry out routine maintenance checks This used to be done by the student helpers. Nagios monitoring provides some level of warning of issues		weekly
profile checks	Stephen's Monday emails needs to be checked and any issues with US managed machines resolved		weekly
release testing	perform tests on all necessary platforms, normally on a Monday Log any issues in bugzilla and inform MPU when task complete	Richard	weekly (Monday)

-- AlisonDownie - 30 Aug 2010